Writing from the Barkan team.

Field notes on activation, onboarding and support from the team building an AI Customer Success Manager that lives inside your product.

• The second-workflow problem: why activation dies after the first win — Signup is instrumented to death. The moment that decides retention happens later, when a user tries the real thing your product is for — and nobody is watching.
• Why Barkan reads the screen, not the docs — Documentation describes the product in general. The DOM describes it for this user, right now. A look inside how Barkan turns a live page into something a model can act on.
• Nobody reads your documentation — and your activation rate proves it — Your docs are not bad. They are in the wrong place, written at the wrong altitude, and read at the wrong moment. Here is the anatomy of the gap — and the four behaviors that close it.